Intercom is ideally suited for support scenarios where questions dominate requests and issues. Technical support, which is more oriented toward ITSM, internal support, or B2E scenarios, requires more advanced automation rules.
🔵 Advantages:
1. FIN AI functionality: Mirrors Chat GPT performance. It charges per resolution, not tokens - a distinct pricing model. It also feeds on conversations, which is a great way to keep the knowledge/content updated.
2. Detailed Requester Portrait: Vital for troubleshooting with insights into device, login time, email open time, etc.
3. Proactivity: Push messages, banners, and Product Tours facilitate quick adaptivity, lessening resistance to change.
4. Goals Functionality: Ideal for those without an in-house analytics team.
5. Knowledge Base: Robust, with varying permission levels & theme customization.
6. Process Builder: Contains all the essential features to optimize simple support scenarios.
7. Continuous Learning: Regularly updated academy offers valuable courses & certifications.
